IT@Intel White Paper Intel Information Technology Client Management September 2009

IT@Intel White Paper 
Intel Information Technology 
Client Management 
September 2009

IT@Intel White Paper Intel Information Technology Client Management September 2009

Improving Client Stability with Proactive Problem Management Using our process, we reduced the number of blue screens by more than 3,000 per week. Executive Overview Intel IT implemented a proactive problem management process based on analysis of objective, largely system-generated data from client PCs across our worldwide environment. Using this approach, we have i...ncreased client stability by reducing the number of blue screen system crashes by more than 50 percent, and we are beginning to realize benefits in other areas including application crashes. Refael Mizrahi Project manager with Intel IT Shachaf Levi Support engineer with Intel IT Jeff Kilford Support engineering manager with Intel IT Traditionally, IT support has been reactive and emergency-driven; users report issues to the service desk, and the IT organization responds. However, this relies on subjective reports and focuses support only on the reported issues. Our process differs significantly from this, adding a proactive approach: • We regularly harvest data from the environment to identify existing and emerging issues. As part of this, we developed a tool that collects system crash dumps from thousands of clients and parses them to identify the root cause. • We categorize and prioritize these issues based on impact, business value, and IT resources. • We apply a problem management cycle to analyze the top-priority issues, deploy solutions, and measure the results. Using our process, we reduced the number of blue screens by more than 3,000 per week. We have also begun to resolve application issues; this has improved security by reducing crashes of antivirus software. Our data analysis enables us to identify users who are experiencing the most problems, even when they have not reported them; we proactively approach them and offer to fix their problems. Users have responded very positively to this. We are addressing other areas, including monitoring hard drives to detect problems before catastrophic failure; this helps us avoid the loss of data, increases employee productivity, and saves money because hard drives that are still under warranty are replaced at no cost to Intel. Our experience suggests that proactive problem management—in tandem with deploying Intel® vPro™ Technology in our environment to improve manageability and reduce total cost of ownership (TCO)—can improve client stability, boosting users’ productivity, overall satisfaction, and perception of IT, while reducing cost, enhancing security, and making more efficient use of IT resources. IT@Intel White Paper Improving Client Stability with Proactive Problem Management Contents Executive Overview.............................. 1 Background............................................. 2 Solution.................................................... 2 Traditional Reactive Problem Management....................... 2 Proactive Problem Management..... 3 Goals..................................................... 3 Proactive Problem Management Process................................................. 3 Results ................................................ 5 Future Plans .......................................... 6 Intel® vPro™ Technology.................... 6 Monitoring Batteries......................... 7 Identifying and Refreshing Problem-prone PCs ........................... 7 Conclusion .............................................. 7 Acronyms................................................. 7 IT@Inte l IT@Intel is a resource that enables IT professionals, managers, and executives to engage with peers in the Intel IT organization—and with thousands of other industry IT leaders—so you can gain insights into the tools, methods, strategies, and best practices that are proving most successful in addressing today’s tough IT challenges. Read the full IT@Intel White Paper Intel Information Technology Client Management September 2009.

Related Videos